Factors Influencing Customer Loyalty of Mobile Phone Service: Empirical Evidence from Koreans

Hyung Seok Lee ()
Additional contact information
Hyung Seok Lee: Sahmyook University

Journal of Internet Banking and Commerce, 2010, vol. 15, issue 2, 01-14

Abstract: The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value and customer satisfaction positively affects customer loyalty respectively. For customers with high perceived service quality, perceived value, and satisfaction, they have a strong loyalty.

Keywords: Customer loyalty; Service quality; Perceived value; Customer satisfaction (search for similar items in EconPapers)
JEL-codes: L64 (search for similar items in EconPapers)
Date: 2010
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:joibac:0438

Access Statistics for this article

Journal of Internet Banking and Commerce is currently edited by Vijaya Lakshmi, Nahum Goldmann and Dale Pinto

More articles in Journal of Internet Banking and Commerce
Bibliographic data for series maintained by Dale Pinto ().